Basic Info

Job Description

• Serve as the primary point of contact for our Japanese-speaking users, building strong and lasting relationships.
• Proactively engage with customers to understand their travel needs and goals.
• Provide guidance and support to help customers effectively utilize our travel site features and services.
• Address customer inquiries and resolve issues promptly and professionally via email, phone, and/or chat.
• Onboard new Japanese-speaking users and ensure they have a smooth start with our platform.
• Gather customer feedback and advocate for their needs within the company to improve our services and user experience.
• Identify opportunities to upsell or cross-sell relevant travel products or services.
• Create and maintain customer success resources in Japanese (e.g., tutorials, FAQs).
• Track key customer success metrics and identify areas for improvement.
• Collaborate with sales, support, and product teams to ensure a cohesive customer journey.
• Stay up-to-date with our travel site's features, updates, and relevant travel industry trends.

Job Requirements

• At least 6 months of experience in customer service, regardless of industry.
• Recent graduates are encouraged to apply, especially those with degrees in English with Communication, English for Professionals, Mass Communication, or similar areas.
• Experience in a call center is not mandatory but would be an added advantage.
• A Diploma, Bachelor’s Degree, or equivalent qualification in any field is required.
• Must be proficient in English at a minimum of B2 level (covering reading, writing, speaking, and listening) as defined by the Common European Framework of Reference for Languages (CEFR).